Like our conference, these digital marketing webinars and case studies were created to educate leaders in the healthcare industry on emerging Internet technologies and to provide an environment in which healthcare marketers, Web leaders, IT professionals and strategists can learn from the other attendees and presenters.
The Healthcare Internet Conference (HCIC) is proud to collaborate with Bowstring and Touch Point Media to provide exclusive insights from some of the brightest minds among our speakers and attendees.
Stay connected by tuning into the latest broadcasts, where strategic leaders share their perspectives on emerging trends and pressing challenges in the healthcare industry. Together, we’ll delve into groundbreaking innovations and pivotal policy updates shaping the future of healthcare.
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Providing excellent customer service (CX) can be a challenge even when times are good. It is often difficult to interpret customer behavior, because their feedback can be inconsistent and undependable, and even manipulated at times. The COVID-19 pandemic, along with increasing economic uncertainties, has affected customer behavior even more. 
A study from November, 2021 found that 65% of consumers in the US and Canada say that customer service has gotten worse in the past few years – a huge increase from 35% who thought this in 2019. Furthermore, a study from January, 2022, found that only 11% of customers rate their CX as excellent.
And not only are customers more dissatisfied with CX, they are also more unwilling to give businesses another try after a bad experience. An April 2022 study found that 86% of customers thought about switching to another business after a bad experience, while almost as many (83%) would think about switching if they thought it would lead to a better experience.
What's a CX leader to do?
Meeting and exceeding customer expectations leads to better financial results overall. Organizations will thrive when their CX leadership is given the infrastructure to meet the expectations of their customers.
Some characteristics of good CX leadership include:
